Useful Hints and Tips On Keeping your Call Center Agents Motivated and Engaged

Guest Post by Mike Aoki, President, Reflective Keynotes Inc Keeping your call center agents motivated and engaged is important, yet it is anything but easy. First of all, you need to conduct a survey and to see “what makes your agents tick” in the first place – find out more about their future professional goals

Good Service or Fast Service: That is the Question

Guest post by Nunzia Falco Simeone – Marketing manager at Deskero    The other day I came across an interesting study from AchieveGlobal that made me think about the risky relationship between customer support and speed. Which one is better: a fast customer service or a good customer service? We know that speed is an ever-present factor, especially

The Rise of the Self-Service Customer

By Tricia Morris, Parature For better or for worse, three little words have changed customer service forever: “Just Google it.” Not only do consumers want to find the answers themselves; they want to be the first to find them, and the first to share them with others (especially on social media), which is why consistent

The 5 Boxes to Check Before Picking the Right Help Desk

Guest Post by Shalin Jain, Founder, CEO of HappyFox   It will surprise you to know what surprises customers these days – Good customer service. No, really. When was the last time, you as a customer, were completely confident that the support person on the other end will be able to solve your problem instantly? Customers

Why Should Customer Service be Social?

Guest post by Nunzia Falco Simeone – Marketing manager at Deskero    In 2012, Mashable wrote that by the end of the year, 80% of companies would have planned to use social media for customer service and on the consumer side 62% of customers had already used social media for customer service issues. We are pretty

[Guest Post] Voice of the Customer Helps Financial Sector Regain Trust and Increase Productivity

By Udesh Jadnanansing, Founder and Managing Partner at Mopinion After much of the global economy went into recession back in 2008, public confidence in financial institutions took an equally dramatic dive. Whatever the reality, a large percentage of public and media opinion shifted blame towards global ‘bankers’, unseen financial professionals that were painted as the

5 Phrases That Should Never Be Used in the Customer Service Business

Guest Post by Steve DiGioia, Author of “Earn More Tips on Your Very Next Shift…Even If You’re a Bad Waiter”. “Customer Service” is a term that too frequently is used as a catch-all for the experience received or given in today’s business world. But what customer service is to me may be different from what it is